Customer Service
2.1 Demonstrate the knowledge, skills and attitudes to enter, stay in and progress in the
industry.
2.2 Demonstrate the qualities and behaviours that exhibit professionalism.
2.3 Communicate effective in workplace settings.
2.4 Demonstrate the ability to work with others internally (co-workers) and others (guests)
What is Customer Service
What are 8 traits of good service?
Bad service?
Steve Hyken
Activity
• In a group of 2-3 people create an alphabet of
customer service related words / phrases:
• i.e.:
• A= Attitude
• B= Be available
• C= courteous
• You may not use these examples 
• A customer is the most important visitor on our premises, he is not
dependent on us. We are dependent on him. He is not an
interruption in our work. He is the purpose of it. He is not an
outsider in our business. He is part of it. We are not doing him a
favour by serving him. He is doing us a favour by giving us an
opportunity to do so.
Mahatma Gandhi
• Do what you do so well that they will want to see it again and bring
their friends.
Walt Disney
• There is only one boss. The customer. And he can fire everybody in
the company from the chairman on down, simply by spending his
money somewhere else.
Sam Walton, Founder of Wal-Mart
• Your most unhappy customers are your greatest source of learning.
Bill Gates
#1 Positive language
• The art of using words and phrases to create a positive image in the
customer's mind-with an emphasis on what can be done, not on what can
not.
• Shows a willingness to serve and a commitment to building customer
loyalty. It's especially important to use positive language when saying no
or delivering bad news to a customer.
Example 1
Without positive language: "You have to take the system offline before I can make the repair."
With positive language: "In order to make the repair, I need to temporarily take the system offline.
This prevents permanent loss of stored data."
Example 2
Without positive language: "I can't get you that product until April; it's backordered."
With positive language: "That product will be available in April. I can place the order for you now
and make sure the product is sent to you as soon as it reaches our warehouse."
#2 Listening
• Customers need to feel that they've been
heard and understood.
• 3 keys to good listening in any customer service situation.
1. Focus. (This is the hardest part!)
2. Listen for key facts and key feelings.
3. Take notes. (Nobody has as good a memory as he
or she wants to believe.)
#3 Confirming Satisfaction
This skill demonstrates to the customer three important things:
1. That you care about getting it right
2. That you're willing to keep going until you get it right
3. That the customer is the one who determines what "right" is.
Confirming satisfaction also accomplishes a smooth, subtle shift in
"ownership" of the issue.
When the customer says in his or her own words, "Yes, I'm satisfied," the
transaction is complete and successful—in the customer's mind as well as
in yours.
Scenario: What would you do?
• Out for a late lunch with her 15-month-old son this
April, a Detroit mother found a nasty surprise waiting
at her local Applebee's. When the woman's toddler
began acting bizarrely after taking a few sips of the
apple juice she'd ordered him, the mom sampled the
drink herself, which turned out to not be apple juice at
all. The boy had accidentally been served an alcoholic
margarita, a slip-up that could have been fatal.
• The tot was rushed to hospital as a precaution — he
has since been cleared and released — but doctors said
the boy could've died had he drank the whole cup.
• You are the Manager…What would you do?
Game
•
•
Get into groups of 4-5
Each group will be randomly assigned one topic related to customer service.
•
Each group will have 2 minutes to discuss their scene and 2 minutes to present
their improve in front of the class.
•
The scene must proceed without deviation (going away from the point), hesitation
(um’s, er’s, pauses), or repetition (of any word).
•
If there is… the group may be challenged by anyone in the class.
•
The challenger must explain why they are challenging…i.e. hesitations, etc. If there
challenge is granted by the judge (Mrs. M) they receive a point, if not, their team
loses a point.
•
How to Challenge: calling out the name of the person who deviated from the role.
•
•
Scene continues until the 2 minutes are over.
Time stops during challenges.
Assessment
2.1 Demonstrate the knowledge, skills and attitudes to enter, stay in and progress in the industry.
2.2 Demonstrate the qualities and behaviours that exhibit professionalism.
2.3 Communicate effective in workplace settings.
2.4 Demonstrate the ability to work with others internally (co-workers) and others (guests)
Complete the graphic organizer provided by Mrs. M. :
Write two real personal experience stories involving service.
a. First write about the best customer service you have ever had. This does not have
to do with travel (it can). This should be more about great customer service.
b. Your second story should be about the worst customer service you have ever had.
Follow the same parameters as the first story.
In both stories you should be as descriptive as possible.
Clearly show the audience what made the two occasions so great/terrible.
•
•
•
•
•
•
the customer is always right
dealing with angry customers
when something goes wrong
the customers shoes
going the extra mile
good customer service